Refund Policy

At Round Table Pizza, customer satisfaction is our top priority. We are committed to providing you with fresh, high-quality food and a positive ordering experience. This Refund Policy outlines your rights and our obligations regarding refunds, cancellations, and exchanges for orders placed through our website at cafe-roundtable.digital or through any of our authorized ordering channels.

Please read this policy carefully before placing your order. By completing a purchase with us, you acknowledge that you have read, understood, and agreed to the terms set forth below.

1. Eligibility Conditions for Refunds

We want every meal you receive from Round Table Pizza to meet your expectations. Refunds may be issued under the following circumstances:

• Incorrect Order: You received items that do not match what you ordered (wrong toppings, wrong size, wrong items entirely).
• Missing Items: Part of your order was not included in your delivery or pickup bag.
• Food Quality Issues: The food was undercooked, overcooked, or otherwise not prepared to a satisfactory standard.
• Food Safety Concerns: The food delivered showed signs of contamination, foreign objects, or was otherwise unsafe to consume.
• Significant Delivery Delay: Your delivery order arrived significantly later than the estimated delivery window, resulting in food that is not fresh or consumable.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Order Not Received: Your delivery order was marked as delivered but never arrived at your provided address.

Refunds are evaluated on a case-by-case basis. Round Table Pizza reserves the right to request photographic evidence or additional information to verify your claim before processing a refund.

2. Timeframes for Refund Requests

To ensure timely resolution, refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We encourage you to inspect your order upon receipt and contact us immediately if any issue arises.

3. Non-Refundable Items and Services

The following items and situations are generally not eligible for refunds:

• Change of Mind: Refunds are not issued if you simply change your mind after the order has been placed and preparation has begun.
• Customization Errors by Customer: If you selected incorrect toppings, sizes, or options during the ordering process, a refund will not be issued for the resulting product, as the item was prepared according to your specifications.
• Promotional or Discounted Items: Items purchased using promotional codes, coupons, or special offers may have limited or no refund eligibility, depending on the terms of the specific promotion.
• Partially Consumed Orders: Orders that have been substantially consumed are not eligible for a full refund, except in cases involving genuine food safety concerns.
• Delivery Fees: Delivery charges are non-refundable unless the order was not delivered at all due to our error.
• Service Fees and Tips: Platform service fees and tips are non-refundable once the order has been accepted and dispatched.
• Catering Deposits: Deposits made for catering orders are non-refundable within 48 hours of the scheduled event time.

4. How to Request a Refund (Step-by-Step)

Follow these steps to submit a refund request with Round Table Pizza:

1. Step 1 — Gather Your Information: Before contacting us, have the following ready: your order number, the date and time of your order, the items affected, and a brief description of the issue. If applicable, take clear photographs of the problem (e.g., incorrect items, food quality issues).
2. Step 2 — Contact Us: Reach out to our customer support team through one of the following channels:
   • Email: [email protected]
   • Website: cafe-roundtable.digital
3. Step 3 — Submit Your Claim: Provide your order number, a description of the issue, and any supporting photos or documentation. The more detail you provide, the faster we can resolve your request.
4. Step 4 — Review Process: Our customer support team will review your claim within 1–3 business days. We may contact you for additional information if needed.
5. Step 5 — Resolution: Once your claim is approved, we will notify you of the refund decision and initiate the refund to your original payment method, or offer an alternative resolution such as store credit or a replacement order.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to reflect in your account depends on your original payment method:

Please note that processing times are estimates and may vary depending on your bank or financial institution. Round Table Pizza is not responsible for delays caused by your payment provider once the refund has been initiated on our end.

6. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only certain items in your order were incorrect, missing, or of poor quality, while the rest of the order was satisfactory.
• The order was partially consumed before the issue was discovered.
• A discount or promotional code was applied to the original order, and only the net paid amount for affected items will be refunded.
• The delivery was late, but the food was still of acceptable quality — a partial refund may be offered as a goodwill gesture at our discretion.
• The customer contributed to the issue (e.g., providing an incorrect delivery address), and Round Table Pizza was only partially at fault.

The amount of any partial refund will be communicated to you clearly during the resolution process, and you will have the opportunity to accept or dispute the offered amount.

7. Exchange Policy

Due to the perishable nature of food products, we are unable to offer traditional item-for-item exchanges in the same way non-food retailers might. However, we do offer the following alternatives:

• Replacement Order: If your order was incorrect or had a quality issue, we may offer to remake and resend the correct order at no additional charge, subject to our ability to fulfill the replacement within a reasonable timeframe.
• Store Credit: In lieu of a cash refund, we may offer store credit of equal or greater value, which can be applied to a future order on our website or in-store.
• Menu Item Substitution: If a specific item is unavailable for replacement, we may offer a comparable menu item of equal value as a substitute.

Exchanges and replacements are subject to availability and must be requested within the same timeframes outlined in Section 2 of this policy.

8. Cancellation Policy

We understand that plans can change. Please review our cancellation terms carefully:

8.1 Online and Phone Orders

• Orders may be cancelled within 5 minutes of placement, provided that food preparation has not yet commenced.
• Once our kitchen staff begins preparing your order, cancellation is generally not possible, and a refund will not be issued.
• To cancel an order, contact us immediately by email at [email protected] or through our website.

8.2 Catering and Large Group Orders

• Catering orders of $150 or more require at least 48 hours' notice for cancellation to receive a full refund.
• Catering cancellations made 24–48 hours before the scheduled time will receive a 50% refund.
• Catering cancellations made less than 24 hours before the scheduled time are not eligible for a refund.
• Deposits paid for catering services are non-refundable within 24 hours of the event.

8.3 In-Store Orders

• In-store orders that have been submitted to the kitchen cannot be cancelled. Please review your order carefully before confirming with our staff.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to escalate your concern through the following process:

1. Internal Escalation: Request that your case be reviewed by a senior customer service manager by replying to your original support email thread and using the subject line "Escalation Request — [Your Order Number]." We will respond within 3–5 business days.
2. Written Complaint: Submit a formal written complaint via email to [email protected] with the subject line "Formal Refund Complaint." Include all relevant documentation, correspondence, and your preferred resolution.
3. Credit Card Chargeback: If you believe you have been charged in error and we have been unable to resolve the matter, you have the right to contact your credit card issuer or bank to dispute the charge. We comply fully with all payment dispute processes under applicable United States federal regulations.
4. Consumer Protection Agencies: You may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov or your applicable state consumer protection office. If you are located in California, you may contact the California Department of Consumer Affairs under the California Consumer Privacy Act (CCPA/CPRA) for matters related to your personal data.
5. Alternative Dispute Resolution (ADR): Both parties agree to attempt good-faith negotiation before pursuing formal legal action. We are open to mediation through a mutually agreed-upon neutral third party.

10. Policy Amendments

Round Table Pizza reserves the right to modify this Refund Policy at any time. Any changes will be posted on our website at cafe-roundtable.digital with an updated effective date. Continued use of our services after any changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically to stay informed of any updates.

11. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States of America and the applicable laws of the state in which our services are provided. Any disputes arising under this policy shall be subject to the exclusive jurisdiction of the appropriate courts located within the United States.

12. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, or questions about this policy, please contact our customer support team using the information below. We are here to help and strive to respond to all inquiries as promptly as possible.